Would you file a complaint?

[Emergent, RN]

I went to my local ER today after a piece of a stick got impaled in my ankle while mowing the grass. I went inside to eat, noticed my ankle was hurting. When I pulled out the piece of wood, it was obvious that I had lacerated my post tibial artery by the immediate, profuse pulstile bleeding. Applied pressure and called the neighbor to get me to the ER.

From start to finish I received cruddy care. Triage nurse obviously didn't give a dam, didn't bother checking for a pulse, gave the impression she doubted my story. The tech taking my vitals was rude, and very annoyed that the auto cuff wasn't working. Scolded me for moving, was annoyed when I asked her to switch cuff to R arm because of some circulatory problems I have to my left hand.

Then, they stuck me in the waiting room, wouldn't give me a pillow, I was in quite a bit of pain. They gave me a chuks and a hard stool and I writhed and checked my own CMS.

Finally got me to a room, I know the charge, used to work at that hospital years ago. She begrudgingly brought me a blanket.

My nurse, whom I also know and have always liked, was also rude. He complained hardily about his day and said every day sucks there, it's always slammed. Now, that is untrue, this little hospital is nowhere as busy as my ER, plus, I was in a lot of pain and didn't want to hear his complaints. He, also, never checked pulse or CMS.

I was texting my manager about the whole thing, she was appalled and advised me to complain. She's a very level headed person. I don't like the idea of complaining, but this is the closest ER, and my experience sucked.

[klone, MSN, RN]

First...ouch! I trust you left the ED with the same number of extremities with which you arrived?

Secondly, yes I would. I would be very factual and give concrete, specific examples. Not just say "She was rude" but say "When I asked for a pillow, she sighed loudly, rolled her eyes and walked away without saying anything" or whatever.

If you noticed someone who was good or extra helpful, I would also mention that too. I always like to give a "compliment sandwich" when I'm trying to deliver constructive criticism.

[Been there,done that, ASN, RN]

Save your breath. NOTHING will change.

In the future, go to another ER.. which may be worse, may be better.

[scottaprn]

I really like klone's advice. A great description on how to make an actionable complaint.

My criteria to complain (from hospitals to restaurants) is "If I was the manager would I want to know about this". If I would want to know about it I mention it.

If I was a manager I would want to know that my nurses weren't doing assessments on patients.

Hope you are feeling better..

[FloatRN19]

I always look for a manager's card or email address whenever I'm in the hospital etc with friends and family. Good or bad I always give feedback. Generally it's positive feedback...generally.

[meanmaryjean, DNP, RN]

Nothing will EVER change unless the manager/ administration knows what is going on.

I had a similar thing happen at my local ED (except they wanted to do a cardiac cath 'just in case because you're over 50 and overweight') when I went in for a gall bladder attack. (Yeah, negative enzymes, negative troponin, negative EKG.....sheesh)

[psu_213, BSN, RN]

Compared with the rather silly complaints we get ("The nurse didn't go to the cafeteria to get me ranch dressing"), these are quite legitimate issues. An objective complaint letter about what happened would be reasonable. Who knows if anything will change, but the only guarantee is that nothing will change if you do nothing. Besides, right now, that ED is providing substandard care. The next time they provide this poor care to someone with an arterial bleed, the outcome might be much worse.

I hope you are feeling better!

[Pangea Reunited, ASN, RN]

Honestly, no. The majority of your complaints sound "feeling" based and I tend to be less affected by such things.

[SteelGrey]

Well it depends on which complaint. I think perspective plays a big role. We have all had bad days and requests that may just put us over the edge. Asking for a blanket in the ER is probably low on the list of the priorities for most workers but of course your experience plays a big role in your perception of care etc. It's easy to let on your frustrated when things go wrong. We all know how overworked and under compensated most are.

I think the lack of proper assessment is a cause for concern, just definitely go through the right channels to express your concerns.

[KatieMI, BSN, MSN, RN]

Well, and even if manager/administration knows, there is a good possibility that nothing will change.

In fact, I kinda suspect that they do know. Blankets, water, even BP on the "wrong" hand is one thing. Bright red blood coming from any place of human body with pulsatile flow + pressure needed to keep the said blood from coming out + severe pain in that place = vascular + potentially neurological compromice of the said part of human body. This is an emergency until proven to be otherwise, a textbook case which was not managed properly.

From my personal experience of many ER visits (and I never make a noise except something clearly out of line happened, like giving me medication which I was allergic to in spite of med-alert, "allergy card" and family member communicating information right after I got there), you can complain all you want but the max you can get is your bill annulled by hospital. That is sweet, too, but for radically changing quality of care something else must happen.

[NurseOnAMotorcycle, ASN, RN]

You are an experienced ER nurse. You know when to complain. It does sound like you are pretty irritated though.

[Anna S, RN]

Save your breath. NOTHING will change.

In the future, go to another ER.. which may be worse, may be better.

Yes, the only thing that will happen is that the unsupported, miserable staff may get ******* out at a staff meeting.

The crappy mgmt that lead to this situation will not change.